Complaints

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• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a scooter based on their description saying that it was an all terrain scooter. As I needed a scooter that was compact as well as having the ability to be used outside in different conditions, weather and terrain, I trusted their description and purchased it. I received it December 30th and had problems right out of the box. I had to wait until the 2nd of January for the factory rep to call me to troubleshoot and that is when I was told that this scooter was ******* the very opposite of all terrain. He said that it could handle a well manicured lawn but that is about it and not to get the underneath wet!!! I then went back to All-Terrain medical asking to return it as I have no use for a scooter that can not be used as described. I was then told that I would have to pay a restocking fee and return shipping. I made my purchase based on how they described it so how can this be my error. I still have not used the machine. I also purchased arm rests that are still in the packaging since I can not use the scooter. All I was asking is for a return.

  

  Business Response

  Date: 01/31/2024

  Here is our reply to the customer and our offer to her. We had not heard back on what she would like to do. Our offer stands.

  Hi *********,
   
  I am so very sorry that scooter is not what you expected. The Teqno can handle rough terrain, but only up to 2.5", as it is said in its description.
  This scooter is not meant to be used on hikes or in wet weather, as it contains a battery and electric wiring. The driving range is measured under optimal conditions such as
   
  70 degrees F of temperature
  No friction
  User weight
  Incline when driven
  No stopping/ starting along the way 
  Amusement parks require bigger capacity batteries of at least 18Ah per EV Rider, which is almost double the Ah capacity of the battery in the ***** scooter, but with a larger battery you
  wouldn't be able to take it on an airline  due to FAA and DOT regulations.
   
  All-Terrain Medical & Mobility sells over **** products, but not all of the products we sell are All-Terrain products. I hope this was not misunderstood in this case.
  
  We are bound by what our manufacturer's return policy allows us, and after we explained your case to EV Rider, they said today they would waive the restocking fee, but not the shipping cost (which was $288.73 
  one way from EV Rider to you) and it might be higher if you have to ship it back to them since they get volume discounts. It would not make financial sense to ship the scooter back and take such a loss. 
  Here is the breakdown without the restocking fee, but higher than expected shipping cost as verified by EV Rider.
   
  $3,091.00 paid
  No restocking fee, waived by EV Rider
  - $288.73   shipping cost to you
  - $300.00 approx shipping cost back to EV Rider, organized by you. (EV Rider won't ship it back on their account, since they are not responsible if the scooter arrives damaged)
  Approximate refund  $2,502.27
  
  Also, the risk of the scooter getting damaged on the way back to EV Rider is a possibility. EV Rider would then deduct any color touch up or repair from a refund if it is not in new condition and they are very specific and
  record videos of how products are received back.
  
  If you decide to keep the scooter and to show our good-will, we are willing to offer you a $250.00 refund, and you can still try and sell the scooter with a higher return.  
  
  Please let me know if that would be acceptable to you.
  
  
  
  Kind Regards,

  Birgit